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Our Service Level Agreement (SLA) defines how we respond to your issues and requests and outlines the service you should expect from Arthur Online. It reflects our reliability, efficiency and confidence in the support that we provide. The SLA only applies to Customer’s on Standard, Professional and Enterprise packages and is subject to change. PDF copies can be requested.

1. Introduction

1.1 This SLA is between Arthur Online Ltd. and the Customer.
1.2 The SLA represents Arthur Online’s commitment to the level of service the Customer can expect during the Term.
1.3 It outlines how We deal with support issues and requests from the Customer.
1.4 The SLA will be updated on occasion where Arthur Online see fit. The Customers continued use of the Service, classes as an agreement to any changes made.

2. Definitions

Customer
The company or individual that pays the subscription to Arthur Online
‘We’, ‘Us’ ‘Our’ or ‘Arthur Online’
Arthur Online Limited (United Kingdom company number 07912886) and any of our related companies
SLA
Service Level Agreement
FUP
Fair Usage Policy
Third Party Integration
An integration between the Product and any other software provided by a company that is not Arthur Online or any of our related companies
Commercially Reasonable Efforts
Taking commercially reasonable steps and performing in such a manner as a well-managed entity would undertake with respect to a matter in which it was acting in a determined, prudent, business-like, and reasonable manner to achieve a particular result

3. Provision of the Product

3.1 We agree to provide the Customer the Service for the duration of the Contract within the boundaries set out within this document.
3.1. We commit to providing at least 99.9% uptime of the Service during standard business hours.
3.1.2 We commit to providing an overall uptime of 99.95% of the Service.
3.2 Scheduled downtime will occur outside of standard business hours
3.2.1 There will be scheduled downtime of the Service every month of circa 5 minutes to allow for key security and maintenance updates to our servers. This will be scheduled outside standard business hours
3.3 Arthur Online commits to providing the Product to the Customer in a quality that is at least equal to that when the Term began.
3.3.1 The provision of this is outlined in Arthur Online’s Quality Assurance Policy.

4. Support & Training

4.1 All support offered by Arthur Online to the Customer is subject to the Fair Usage Policy.
4.2 Arthur Online will support the Customer through email, telephone, live chat and screen share sessions.
4.2.1 Support is available via live chat from 09:00 to 19:00 (GMT/BST), Monday to Friday, excluding public holidays for England, and 10:00 to 13:00 on Saturdays.
4.2.2 Support is available via telephone from 09:00 to 17:30 (GMT/BST), Monday to Friday, excluding public holidays for England.
4.2.3 Support is available via email 24 hours a day, 7 days a week, excluding public holidays for England. Emails must be sent to support@arthuronline.co.uk and will be responded to within 48 business hours.
4.2.4 Support is available via shared screen from 09:00 to 17:30 (GMT/BST), Monday to Friday, excluding public holidays for England. Sessions are 45 minutes long. Arthur Online’s chosen platform for completing this is Zoom. The Customer has the right to request to use another platform, however We retain the right to refuse this.
4.2.5 Support is available on-site from 09:00 to 17:30 (GMT/BST), Monday to Friday, excluding public holidays for England. Bookings must be made at least four weeks in advance and may be subject to charge.
4.2.6 Arthur Online operates a shutdown period between the 25th of December and 1st of January. During this period, a skeleton support staff operates and access to Support and Training may be limited.
4.3 The Customer is responsible for understanding which support they are eligible for and any breaches in this may result in the Customer being charged.
4.3.1 Standard package Customers are eligible for email support only.
4.3.2 Professional package Customers are eligible for email, telephone and live chat support. They are also eligible for one shared screen session per calendar month.
4.3.3 Enterprise package Customers are eligible for email, telephone and live chat support. They are also eligible for three shared screen sessions per calendar month.
4.4 Where access to the Customer’s account is required, We will verify our access by sending a one-time passcode to the email address of the person that has requested support. The customer will then be required to repeat this to Our employee.
4.5 The Customer agrees that on occasion, Arthur Online may download a local copy of private data stored on your account in order to help with a support or training request.
4.5.1 Where data is downloaded onto a local machine, Arthur Online will ensure the machine is protected by Enterprise level anti-virus and anti-malware software.
4.5.2 Any data that is downloaded onto a local machine shall be destroyed once the data is no longer needed to complete any support or training requested by the Customer.

5. Third-Party Integrations

5.1 There are two types of third-party integration:
5.1.1 An integration undertaken by Arthur Online. This includes integrations that are within the Service as well as other, one-off commissioned integrations.
5.12 An integration undertaken by people external to Arthur Online. This includes an integration using Arthur Online’s API or webhooks to connect the Service with another.
5.2 When a problem arises with the Customer’s account due to a third-party API, Arthur Online will not support the Customer free of charge. It is the responsibility of the Customer to contact the third-party provider and request a resolution. Any support will be billable at a minimum of £25+VAT per hour.
5.2.1 If the issue is due to Arthur Online’s API, We will support the Customer to resolution.
5.3 Arthur Online will not be held liable for the reliability of a third-party API used to connect the Service to other software.
5.4 The fact Arthur Online integrates with a third-party should not be seen as an endorsement of reliability or quality.
5.4.1 It is the Customers responsible to complete their own due diligence before integrating the Service with another provider.
5.4.2 Any recommendations made by individuals that work for Arthur Online are the opinions of that individual and do not represent the views of Arthur Online.
5.5 Arthur Online is not responsible for imparting knowledge of how to use any third-party software that is integrated into the Service
5.6 The Customer must notify Arthur Online before they integrate into any third-party software, where the integration is not being undertaken by Arthur Online.
5.7 Arthur Online is not responsible nor liable for any loss of service to the Customer due to changes made to the Service that affect an integration Arthur Online was not aware of.
5.7.1 Even if Arthur Online was aware of an integration, it may still make changes that affect the integration.

6. Software Issues and Improvement Requests

6.1 When a Customer raises an issue with Us, We make an assessment based on the information provided. We inform the Customer the priority We have assigned based on pre-set conditions.
6.2 Priority is based on two factors: severity and impact. A Customer issue will fall into one of five categories:
6.2.1 Blocker – the effect on the Customers business is at the most severe, with staff unable to complete their job. There is no workaround.
6.2.2 Critical – the effect on the Customers business is medium-high, with staff unable to work at maximum efficiency. There is a less than effective workaround.
6.2.3 Important – the effect on the Customers business is low-medium, with staff able to complete their job with no impact. There is an effective workaround.
6.2.4 Improvement – the Customer suggests an improvement to an existing feature within the Service.
6.2.5 New Feature – the Customer requests an additional feature to be added to the Service that does not currently exist.
6.3 Arthur Online recognises that sometimes there are extenuating circumstances and will do its best to take these into account when prioritising reported software issues.
6.4 It is the responsibility of the Customer to inform Us of any extenuating circumstances. Examples of extenuating circumstances include, but are not limited to:
6.4.1 Impending deadlines that are business vital to the Customer;
6.4.2 Where the Customer has paid to move an Improvement or New Feature up in priority;
6.5 Arthur Online has targets that it aims to meet when dealing with Software Issues and Improvement requests. These targets are applicable during business hours. They are outlined in Figure 1.
6.5.1 ‘Respond within’ means the maximum amount of time that it will take Us to respond to your report and confirm who is dealing with your issue.
6.5.2 ‘Resolve with’ means the maximum time it should for your issue to come to a resolution.
6.6 Where it is clear We will not be able to come to a resolution within the pre-defined time-frames, We will inform the Customer and give them an updated timeline.
6.7 Where external factors affect the timeline the previous timeline will reset. External factors include but are not limited to:
6.7.1 Third party issues – Where an issue lies with a third party supplier, we allocate a priority of 5;
6.7.2 Low priority admin requests – these are given a priority of 4;
6.7.3 Browser specific problems – Whilst We endeavour to ensure the Service works on all web browsers, Google Chrome is our preferred browser and thus we recommend this for all usage. This means that the most vigorous testing is done on Google Chrome. Issues that arise on other browsers will be dealt with but are given a priority of 4.

Figure 1

based on working business days

Global
Blocker
(Customer > 1)
Customer
Blocker
(Customer = 1)
Global
Critical
(Customer > 1)
Customer
Critical
(Customer = 1)
Global Important
(Customer > 1)
Customer important
(Customer = 1)
Improvement
(Customer > 1)
New Feature
(Customer > 1)
Workaround = 0
Productivity = 0
Workaround = 0
Productivity = 0
Workaround = 1
Productivity = 1
Workaround = 1
Productivity = 1
Workaround = 2
Productivity = 2
Workaround = 2
Productivity = 2
Global Efficiency > 0
UI impact >= 0
Global Efficiency > 0
UI impact >= 0
Respond to client
within 1 hour
Respond to client
within 1 hour
Respond to client
within 1 hour
Respond to client
within 1 hour
Respond to client
within 3 hours
Respond to client
within 3 hours
Scoped within 21 days
and client notified
within 21 days
Priority 1

Resolved within 24 hours

Priority 1

Resolved within 36 hours

Priority 2

Resolved within 48 hours

Priority 2

Resolved within 72 hours

Priority 3

Resolved within 21 days

Priority 3

Resolved within 21 days

Priority 4

To be assessed

Priority 5

To be assessed

6.8 Monitoring of the Service runs 24 hours a day, 7 days a week, 365 days a year.
6.9 Major anomalies with the Service that occur outside of business hours are dealt with by our out-of-hours incident team. The priority of these remains the same as within business hours .
6.10 Global blockers, as defined in Clause 6.2.1 and Figure 1, are monitored by our out-of-hours incident team. This team will only be notified if critical activity occurs on the Service’s servers. Otherwise, they will be dealt with the next working day.
6.11 Where access to the Customers account is required, We will verify our access by sending a one-time passcode to the email address of the person that has requested support. The customer will then be required to repeat this to Our employee.
6.12 If We require access to your account for an extended period of time in order to resolve an issue, We will ask you for your permission and keep you updated as to how long We need access and what We have access to.
6.13 Arthur Online operates a shutdown period between the 25th of December and 1st of January. During this period, a skeleton support staff operates and resolution times may be increased by a maximum of 100% during this period.

7. Additional Services

7.1 Arthur Online agrees to use commercially reasonable efforts to complete the service purchased within the time-frame suggested to the Customer at the time of purchase.
7.2 The Customer can see an outline of the service that will be provided by visiting https://www.arthuronline.co.uk/kn07052owledgebase. The documents provided may be updated where Arthur Online sees fit.
7.3 Any timeline given to the Customer surrounding the length of time it will take to complete the additional service must be taken as an estimate.
7.3.1 The Customer must provide any and all information required by Arthur Online to complete the additional service in an easy to understand and timely manner.
7.3.2 The Customer will be responsible for completing certain tasks during the completing of the additional service. Any delay or failure to complete these tasks correctly will result in a delay in the completion of the additional service.
7.3.3 Where there are tasks that must be completed which fall outside the scope of the additional service, Arthur Online can complete these at a rate of £25+VAT per hour.
7.3.3.1 Any service that requires a developer or technician from Arthur Online will be charged at £75+VAT per hour.
7.3.4 Arthur Online is not responsible for the incorrect completion of any additional service which was caused by the Customer providing incorrect data.
7.4 Any refund, full or partial, for an additional service will be offered at the sole discretion of Arthur Online.
7.4.1 Arthur Online will not provide a refund if the service takes longer than the estimated time.
7.4.2 Arthur Online will not provide a refund if an additional service is completed incorrectly due to poor data provided by the Customer.
7.4.3 Arthur Online may offer a refund if it is incapable of completing an additional service.
7.4.4 Arthur Online may offer a refund if there has been a gross failure to complete the additional service to the correct level.

A .pdf copy of this document can be provided upon request